Contact Center QA/CX Certification Program
SQM's Contact Center QA/CX Certification Program is designed to assess whether contact centers, supervisors, and agents are meeting world-class customer satisfaction (CSAT) and call resolution standards. Certification status is valid for 1 year from the time certification is achieved.
If a contact center supervisor or agent is performing at a world-class level, we certify them with our QA/CX certification distinction. Our certification program is the most credible and rewarding in the contact center industry because it is based on your customers' experience of world-class CSAT when calling your contact center.
Our certification program helps contact centers enhance customer satisfaction, reduce operational expenses, and improve first-call resolution rates.
For contact centers that achieve QA/CX certification, SQM provides them with a trophy award and a certificate certifying their achievement of this high level of CSAT distinction.
For supervisors and agents who have achieved world-class certification, SQM provides them with a certificate certifying that they have achieved a world-class customer service distinction. Medallions are available for purchase upon request.
Certified agents are eligible to be nominated as one of the Top 50 finalists for the Agent of the Year award. Certified supervisors are eligible to be nominated as one of the Top 5 finalists for the Supervisor of the Year award. In addition, agent and supervisor finalists are identified on SQM's contact center industry award winner's website registry.
Call Center World Class QA/CX Certification
Definition
The Call Center World Class QA/CX Certification is based on 85% of customers rating their CX as 'very satisfied' (top box response) and their call is resolved.
How it is Judged
QA evaluations or surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.
QA/CX is judged using a minimum sample size of 800 customer live telephone surveys or auto QA CSAT prediction evaluations, taken from a random selection of calls that reflects the organization's actual call volume.
Certification can be performed at the individual site level, on all sites, or both.
Supervisor World Class QA/CX Certification
Definition
The World Class CX Certification is based on 85% of customers being overall very satisfied (top box response) with the Agents who handled their calls and had their issues resolved.
How it is Judged
QA evaluations or surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.
A minimum sample size of 200 attributed customer telephone surveys or 400 auto QA CSAT prediction evaluations was taken from a random selection of calls that reflects the organization's actual call volume.
Agent World Class QA/CX Certification
Definition
The Agent World Class QA/CX Certification is based on 85% of customers being overall very satisfied (top box response) with the Agent who handled their call and had their issue resolved.
How it is Judged
QA evaluations or surveying must have been conducted for a minimum of 3 consecutive months during the Award year, from January 1 to December 31.
A minimum sample size of 25 attributed customer telephone surveys or 200 auto QA CSAT prediction evaluations was taken from a random selection of calls that reflects the organization's actual call volume.
World-Class QA/CX Certification Features & Benefits
It's fair – SQM's QA/CX Certification Program is an independent, third-party approach that uses your customers' experiences to rate their call quality.
It's fast – SQM's QA evaluation and customer survey results are posted directly to SQM's secure website, allowing supervisors and agents to view the results within one business day of the call.
It's focused – SQM's QA evaluations and customer surveys provide contact centers, supervisors, and agents with specific, targeted opportunities for improving their customers' service experience.
It's full – SQM's QA evaluations and customer surveys provide you with ratings, digitally recorded customer feedback, and text analytics to help improve customer service and first-call resolution performance.
It's fulfilling – Certified supervisors and agents are acknowledged for achieving world-class CSAT performance, and the recipients consider this certification to be the best recognition program in the contact center industry.
It's financial – Certification will help retain and attract customers, as well as reduce contact center operational costs.
SQM's QA/CX Certification Program for contact centers, supervisors, and agents is based on your customers' judgment of their experiences using your contact center to handle their calls. Having your customers judge your contact centers, supervisors, and agents as world-class and CSAT-certified customer service providers is the most credible and rewarding certification program in the contact center industry!
What’s Next
- Contact SQM Group at 1-800-446-2095 to discuss your objectives with SQM's Certification Program.
- SQM will schedule a time to walk you through an online presentation that clearly outlines what you can expect from SQM's Certification Program.
Request a my.SQM™ Automated QA Demo Video
Learn more about mySQM™ Auto QA Tool and find out how SQM can help your call center improve customer satisfaction and reduce cost to score.